According to a recent report by Cisco there will be 19 billion networked devices by 2017, and taking into consideration that the average electronics user seeks help 5-10 times a year, we can expect anywhere between 95 to 190 billion inquiries each year for...
For the last year the telecom industry has largely been in a holding pattern, with incremental developments slowly building toward a larger, mainstream transition to new technologies.
Welcome to our weekly wrap-up of everything in the world of telecom software. There's no real common thread in the week's news, but there's definitely a sense of gearing up for 2014 with new acquisitions, new software deployments and new partnerships.
Redknee landed an impressive $10...
If only 5% of customers formally complain, where do the rest go to vent their frustrations? Many may take to posting #epicfail on Twitter, through a status on Facebook or lamenting to friends at the local pub.
Brazilian telecom regulator Anatel is looking to implement a new rule that guarantees customers the automatic cancellation of telecom services (fixed telephony, mobile telephony, broadband and pay-TV),
Telecom software is increasingly being used by mobile operators to manage the customer experience. The need for more advanced platforms has been caused by the growing use of various networks and technologies to handle the data and voice demands of consumers. This is especially...
Customer Experience Management - Keeping Customers Happy & Connected: Telecom software is increasingly being used by mobile operators to manage the customer experience. The need for more advanced platforms has been caused by the growing use of various networks and technologies to handle the...
When telecom operators reach out to their customers, they should provide personalized and proactive contact that is simple, convenient, quick, efficient, trustworthy and transparent—all while being cool and fun. These are some of the points presented by Rob Rich, TM Forum’s managing director for...
Average revenue per user has long been the benchmark metric in the wireless industry with fortunes gained and lost on even small changes in an operator’s ARPU result. However, ARPU was borne from a wireless
Despite the advances that have been made to customer experience management, such as the improved joining of customer service and real-time analytics, there has not been a vast improvement in customer experience.
Loyal customers may be a carrier's most valuable asset, and network equipment vendors are acknowledging this with an increased focus on customer experience management (CEM) software. "When you call there is nothing more frustrating than having to explain everything to an agent," says...
IBM released the results of a survey of 350 marketing professionals across a range of industries and geographies in which some of the key findings indicate that CMOs feel a disconnect between the marketing and IT departments. This is particularly important because the survey...
The benefit of a long plane ride home with no diversions other than sitting through a playlist of hot-poker-to-the-eye "rom-coms" that I already watched traveling to and from the other spring trade shows is that I had plenty of time to stare out the...
DUBLIN – Alcatel-Lucent kicked off its TM Forum Management World 2012 presence by announcing a significant new addition to the CEM solution capabilities that it officially brought to market in February. The new offering, entitled Managed Service Quality and Assurance, essentially offers the capabilities...
Bharti Airtel said that it has implemented a customer experience management platform in its network to optimize and enrich user experience of its customers. The operator has chosen Nokia Siemens Networks to provide and deploy its CEM platform and services across India. The CEM platform will maintain and store real-time experience metrics for every subscriber in the network enabling Bharti Airtel to proactively cater to customer needs.
